Oct 11, 2012
I’ll admit. I’m devastated. Lexy Martin and Thomas Otter were both presenting at the same time as this session. Had I the option, I would have pulled a Hermione Granger Time Turner thing. You know where she goes back in time to take more classes? I’d do that for these 3 sessions, but instead, I’m just a muggle. (OK, enough of that nonsense.)
The panel consisted of Moderator: Kris Dunn (VP, HR, Kinetix ), Todd Chandler (VP, Learning and Performance, Helzberg Diamonds) , Ben Brooks (SVP & Global Director, Enterprise Communications & Colleague Engagement, Marsh Inc.), Phoebe Venkat (Director, Digital and Social Media Communications, ADT). As with my prior post, I’ll go with the same format:
Theme #1: File Centric versus People Centric. Perhaps this first theme is a bit obvious. It really comes down to a definitional aspect of social versus where we have come from/are today. There is nothing wrong with being file based, it’s here for a long time to come. We operate in files today because that is how we store information and value. Add to that we can easily search and tuck things away in a folder system, and we have a mediocre way to maintain information. Thus, the next phase of evolution, if we are going to go social, we have to understand that the storage of prior information is not where it all is. Instead, the generation of new information is paramount, and that comes from the exchange of ideas that social enterprise presents. Thus, I call this a theme, but it’s really the starting point of the conversation – a definition of change.
Theme #2: Email versus Social. If Theme #1 was a definition, perhaps Theme #2 is the problem statement. Indeed, email is much more of a communication tool than a file storage tool as we all know when our corporate IT tells us we have gone over our 2 gig storage capacity. The problem is that emails are so far from a real time production of value that it’s actually a barrier to the speedy creation of new insights. Add that most of us also use emails for CYA and self preservation, and we quickly realize the major inhibitor that emails can be. If we’re looking to protect ourselves and cover our tracks rather than provide new meaning to our jobs, this is a major directional problem for email. So while social gives us productivity at the speed of conversation, emails are just too much of a security blanket for most workers to overcome in the very short term.
Theme #3: Search and data mining. There are probably a couple aspects here. The first one is about how we go about naturally doing our business today. We’re organized in offices and cubes, or we go to meetings and sit at tables. The interactions we have are largely based on who we see every day. What is great about social is not that it allows us to reach past our normal daily interactions, but that it can help search for new contacts and encourage those interactions. Sure we have emails, phone calls, instant messenger today, but with social we get to group ourselves logically based on something else other than location/job/department. But we have to go beyond simple conversations. The reason Facebook is not useful as an enterprise social tool is because you really can’t search the conversations. Mining conversations for who is connected to who, what people are talking about, and how that impacts actual work and innovation is the key to creating value.
Theme #4: Bad behavior. I remember 5 years ago when HR was just starting to enter the conversations about having social networks in the workplace. Fully half of the conversations revolved around “bad behavior” or people just going crazy and doing/saying things they should not. While you do have to set aside some rules of the road, you really can’t stop people from posting things. Trying to moderate every comment would be absurd, and the consensus is that very little bad behavior actually happens. The thing is, we should not have to create new social policies. We already have them in place. People also know how to behave already, and if they don’t, your managers should already be having these conversations. This discussion presented one of the crowning moments of the conference for me (and I wish I could remember who said it). “If you have a jerk, let them rise to the top so you can fire them.” Another lovely quote, “HR… get over it.”
Theme #5: Creating change. Social for social sake is a bad idea. You will get low adoption, and unless you are targeting your deployment to solving a real business problem, your audience will never really understand “why?” Some of the suggestions revolved around polling the internal community for how your workers want to interact with each other, and then deploying solutions with the ability to say, “this is the tool you guys requested.” A great example: being one of the first at a dinner and not knowing anyone sucks. But if you have a great host who is actively introducing people to each other, and contextually matching people’s interests, then you have really quick engagement. The other interesting note that caught me off guard because it’s so basic, is not discounting the impact of faces and names. If you think about Facebook, actually seeing faces is a pretty big part of how you interact with the tool. There is a possibility that you see the face before you read the name, and that’s often how you engage with conversations.